Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback. How to Collect Customer Feedback.

Feedback 214

Feedback How To Roadmap Survey 214

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Communication is the foundation of CX, combined with empowerment and commitment to the company’s CX culture and values.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Wootric CX Blog

JULY 28, 2020

Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Product roadmaps fit very strategically into this hierarchy. Next, turn those product goals into your product roadmap.

Roadmap 128

Roadmap Guidelines Net Promoter Score Exercises 128

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 195

Feedback How To NPS Customer Centricity 195

InMoment XI

APRIL 26, 2022

For many years now, the big idea behind CX and EX programs has been to simply gather as much feedback as possible from as many people as possible. You must ensure that you give all audiences you want to hear from the opportunity to provide feedback.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns.

Customer Journeys 405

Customer Journeys Culture Leadership Effort Score 405

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 199

Feedback How To Analysis Survey 199

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. As he points out, “The customer isn’t actually using their voice to provide feedback.”

Survey 345

Survey Social Media Contact Center Call Recording 345

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Actionable Items: Implement Anonymous Feedback Channels: Provide platforms where employees can safely share innovative ideas or express concerns.

Customer Experience 263

Customer Experience Leadership Innovation Roadmap 263

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Tips Survey 89

Thematic

JANUARY 21, 2020

Frustrated and angry, I posted my feedback on Twitter for the app for everyone to see in the hopes that the company hears my feedback! . No response came back, and most likely no action taken… Why companies don’t invest into feedback analysis. True, there is simply more feedback available than ever before.

Feedback 121

Feedback Roadmap Analysis Analytics 121

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Communication. Communication. If there’s one gap in almost every organization, it is usually around communication. Cultures are built on communication. Leaders must communicate around the mission and how to live it in an ongoing way. Employees must feel empowered to communicate to leaders about what they see.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole.

Feedback 117

Feedback Roadmap ROI Case Study 117

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Data 262

Data How To Social Media Effort Score 262

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Taking the importance of collecting customer feedback out of the way, where do we start? This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

DECEMBER 1, 2020

Product roadmaps. Customer feedback dashboards. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Experience Investigators by 360Connext

JUNE 22, 2021

Or maybe they have been trying to share feedback , but don’t feel heard. Are they asking for follow-up communication or training and not getting it? Seek feedback when a customer leaves. Use that information to inform your roadmap for improvements. Ask for what might be missing. Know the ideal customer journey.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

InMoment XI

NOVEMBER 30, 2023

Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected. These tools are essential for understanding how your customers are talking about your brand.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 139

Feedback Effort Score Social Media Customer Satisfaction 139

CloudCherry

JULY 10, 2019

Finally, after you’ve completed the purchase, you will be asked for feedback on your shopping experience and suggestions on what can be improved. Community users can also suggest ideas for new product updates, which can be used to improve the overall customer experience. Customer feedback.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Kayako

MARCH 9, 2017

This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Product testing helps me to understand the process of the Engineering team in deciding the roadmap. When talking to customers I could show them the value of Kayako.

Self Service 178

Self Service Customer Service Roadmap Customers 178

SurveyGizmo

AUGUST 10, 2020

“Getting surveys up and running fast, and then sharing the data as we collect it, helps give stakeholders preliminary feedback they can see using the built-in dashboards,” said Tyler Downer, Quantitative User Researcher at Mozilla. This helps them drive product roadmap and development. Injecting the Voice of the Customer.

Feedback 98

Feedback Roadmap Customer Satisfaction Knowledge Base 98

Calabrio

JANUARY 2, 2020

Seamless and consistent communications. We’ve made it easy to communicate with us. From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a Calabrio.com email address. Same product, exciting new look and feel.

Brands 221

Brands Social Media Roadmap Contact Center 221

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. And we mean it.

Analytics 285

Analytics NPS Financial Analysis 285

ChurnZero

MARCH 7, 2025

Within your wider company, a successful customer community with self-serve resources and peer learning will add value in three main areas: 1: Customer experience: communities can enhance onboarding, drive retention, and provide customer training. The three stages of digital community platform evolution.

How To 52

How To Roadmap Self Service Gamification 52

Win the Customer

JANUARY 2, 2025

Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows. Continuous Improvement: AI models require continuous monitoring and optimization.

Management 59

Management Return on Investment Roadmap Metrics 59

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. For years, attainment was the sexiest word in SaaS.

Roadmap 62

Roadmap Sales Measurement Tips 62